Job Purpose
To be first point of call assisting incoming enquiries namely by telephone and live chat including leaseholders, contractors, directors etc to achieve the highest levels of service in accordance with Warwick Estates agreed business standards.
Qualifications/Experience
Excellent telephone manner desired, but not required
Excellent Customer Service Skills Essential
Good organisational skills
Good Information Technology (IT) skills
Good knowledge, able to use Word, Excel, Outlook
Understanding of Property Management preferred
Duties
· Dealing with incoming telephone calls within three rings into Head Office and answering queries (where possible) or distributing as appropriate to relevant persons.
· If relevant persons are not available then to ensure a ticket is raised to the relevant staff member/team immediately.
· Ensure that the phones are covered at all times during working hours.
· To carry out ad-hoc duties as instructed by the Customer Care Manager.
· Live Chat
o To be available to provide the same level of service as mentioned above as and when required to do so on Live Chat at the request and instruction of the Customer Care Manager.
Longer term the role may include the need for an understanding of the following elements, which relates to the preferred understanding of property management section of qualifications and experience requirements.
o To be able to understand, interpret and explain enquiries relating to service charges and update notes on account on BOSS of conversation.
o To provide copies of statement of accounts when requested and update notes on account on BOSS.
o To provide banking details when requested for owner to make payment and update notes on account on BOSS.
o To assist contractors and suppliers in respect of payment of invoices, work orders, supplier login, queries.
- Property Management (including but not limited to)
o To be able to explain Section20 consultation process to callers.
o To update enquirers in relation to repairs for works instructed to the common parts.
o To advise callers in relation to pets, consent to Let, noise, general day to day matters
etc, as per the terms of the LEASE/TP1.
· To deal with enquiries received, up until the point of referral to solicitors at which point call is required to be passed to Credit Control Team.
o To provide copies of insurance certificates upon request.
o To provide our Complaints Handling Procedure to any persons requesting to make a complaint once it has been established that a formal complaint is what the caller would like to raise, copied to the Regional Manager/Line Manager for the client.
o To deal with enquiries received regarding prices for seller’s management packs.
- Enquires from Press, Police, Governing Bodies
o To pass calls of this nature to appointed Warwick press handler. In this instance make no comments.
o To study for and participate in any relevant industry exams at the request and with the agreement of your line manager.
o To be familiar with and aware of basic Warwick Estates policies including but not limited to Employment, Health & Safety, Environmental and Fire Safety Policies.
o To receive, manage and fulfil any other duties that may be commensurate to the role.
To comply with the Companies Equal Opportunities Policy, Codes of Conduct and other relevant policies, procedures and legislation, including the Data Protection Act and other relevant legislation.
To comply with statutory provisions of Health and Safety at Work. All Employees must look after their own health, safety and welfare and be mindful of other persons who may be affected by their acts. Employees must co-operate and comply with management instructions regarding Health and Safety issues and report all accidents, incidents and problems as soon as practicable to their manager.
This list of duties and responsibilities is not exhaustive, and the employer is entitled to instruct the employee at any time to carry out additional duties or responsibilities, which fall reasonably within the ambit of the job description, or in accordance with operational requirements.
Job Types: Full-time, Permanent
Pay: £24,500.00 per year
Work Location: In person
